Engaged employees create engaged customers! Not strictly
true. Engaged employees are equally as capable of delivering a subpar customer
experience as their disengaged colleagues, they just do so more
enthusiastically.
What we are saying here is, do not confuse ‘correlation’ with ‘causation’. There
is most definitely a correlation between engaged employees and engaged
customers, but there are also other factors at play that unite with employee
engagement to ‘cause’ customers to emotionally connect and engage with a
company’s brand and in so doing, drive organisational profitability.
i360Research puts hard figures to soft measures; our work is all about determining what drives immediate and long-term profit by
analysing the entire service profit chain. We enable companies to understand the complex linkages between
employee engagement, customer engagement, and related organisational barriers and enablers so
that they can quantify their investments in people (both customers and employees) and make 'targeted' changes that result in new competitive and financial advantage.
As customer engagement and employee engagement experts we are uniquely
positioned to analyse your entire service profit chain to deliver invaluable
insight and targeted, actionable recommendations that enable you to:
- Increase top line revenue through customer retention, repeat business,
referrals, and increased market share
- Reduce costs through lower attrition and absenteeism, significantly reduced ‘pay
vs. performance’ gap, and reduced expenditure in acquiring and servicing
customers
- Gain competitive advantage through increased productivity, closer alignment to
customers’ needs and priorities, and through an enhanced customer experience
- Make better informed decisions due to a better understanding of employee
motivations, what impacts the employee experience, and where effort and
investment can be best deployed within the organisation
- Uncover barriers to organisational success due to a cohesive and in-depth
approach that highlights limitations to service that would have otherwise have
gone unidentified
Our engagements are designed to be simple, flexible, and cost effective. We can
optimise the return on any previous investment by making use of your existing
customer and employee engagement data, or we can obtain fresh insight for you
via our employee and customer research services.
Just
get in touch for a discussion as to which approach works best for your
company.
